Alternatively, you can contact us by phone or post. Please be ready to provide the same details we've requested for the online contact form if you prefer to use one of these two options:
Shareholder Enquiries: 0371 384 2030
+44 121 415 7047 (If you are calling from outside the UK)
Lines are open Monday – Friday 8.30 to 5.30pm excluding UK Bank holidays
For Pensions, Investments and other services – please see our Contact us section for the relevant phone number.
Write to us
Customer Resolution Team
How we will investigate your complaint
We will acknowledge your complaint within three working days following the day of receipt.
We aim to resolve complaints as quickly as possible, usually within ten working days following an assessment and investigation. We will send you a full response to your complaint from a named case handler, together with their direct contact details.
Most of our customers’ complaints can be resolved quickly, but occasionally more investigation is needed, particularly if your complaint is complex in nature. If we are unable to resolve your complaint quickly, we will keep you updated at regular intervals.
How to contact the Financial Ombudsman Service (FOS)
If you remain unhappy or have not received a response within eight weeks you may be able to refer your case to the Financial Ombudsman Service. We will provide you details of how to do this on our final response however we have included their details below:
Financial Ombudsman Service
The Financial Ombudsman Service exists to mediate on complaints between customers and financial services firms when they cannot come to an agreement themselves. There is no cost to customers for their services. They will let you know whether your complaint is something they can look into.